Posting Job Description
Manage the Local Site IT Desktop Support function across a geographic region. Manage 10-15 technicians across 5-10 call centers. Build and manage relationships with site leaders and ensure that support technicians provide excellent customer service and fully support the business. Implement IT standards, and policies. Manage the development and acquisition of new technologies and tools to improve the organization's operations and streamline data delivery. Implement new technological directions and critical processes as well as manage the deployment.
MAJOR DUTIES AND RESPONSIBILITIES
Actively and consistently support all efforts to simplify and enhance the customer experience.
Oversee a department or region within the Local Site IT functional area.
Implement Local Site IT plan according to the strategy.
Manage the maintenance and enhancement of hardware and software systems,
business applications and local area network/wide area networks (LAN/WAN) for employees.
Communicate change management to appropriate business teams and departments.
Manage high performing teams by leading, developing, training and providing effective coaching to attract and foster talent.
Ensure uninterrupted IT support by setting and communicating maximum performance standards to employees.
Develop and maintain disaster contingency and recovery processes and procedures to ensure continuity of critical business functions.
Ensure compliance with IT standards, policies and procedures.
Accountable for respective budgets.
May perform other duties as assigned.
Skills/Abilities and Knowledge
Excellent written and verbal communication and presentation skills in the English language required
Proficient in using Microsoft Office applications (Outlook, Word, Excel, PowerPoint)
Advanced knowledge of computer and/or network systems, applications, procedures and techniques
Experience leading others and providing constructive feedback
Demonstrated interpersonal skills and ability to work effectively and collaboratively with a wide range of stakeholders
Skill in organizing resources and establishing priorities
Ability to learn and support new systems and applications
Ability to work with others to resolve problems, handle requests or situations
Demonstrated knowledge of information technologies and methodologies related to assigned IT segment or area
Displays a sense of urgency to resolve issues quickly and efficiently
A team player with the ability to enable changes in business processes and the ability to work cooperatively with all groups is essential
Ability to multi-task and handle on a proactive basis, changing priorities in a fast-paced environment in order to maximize time-management and efficiencies
Ability to manage employees/teams across multiple locations.
Demonstrated ability to successfully distill complex technical information into clear, concise yet comprehensive communication material
Demonstrated ability to meet rigorous deadlines while managing multiple projects concurrently
BA/BS in Information Technology, Computer Science, MIS or related field or equivalent work experience
Related Work Experience Number of Years
IT work experience 7
Leadership experience 3
Project management experience 1
Skills/Abilities and Knowledge
Cable industry experience preferred
Experience with relational databases, HTML applications, desktop graphics, TC/IP tools, security management, working with trouble ticket systems and database management
Membership in professional organizations, peer groups, and industry trade groups
A+ Certification, Net+/CCNA Certification, MCSE Certification
10-20% travel may be required to review operations and conduct meetings.
Must be willing to work flexible work schedules including evenings, weekends and holidays
Charter Communications is an Equal Opportunity Employer - Minority/Female/Veteran/Disability